BUSINESS SERVICE MANAGER
Posted Updated
Description
BUSINESS SERVICE MANAGER - JOB DESCRIPTION
Service Governance | Business Alignment | Performance Resilience | Continual Improvement
ROLE OVERVIEW
The Business Service Manager owns the end-to-end governance, performance and continual improvement of business-critical services. Acting as the primary interface between business stakeholders, technology teams, suppliers and operational support functions, the role ensures services meet agreed levels, support business objectives and remain resilient, compliant and cost-transparent. The manager maintains service health, manages risks and dependencies, and provides clear executive insight into performance and improvement priorities.
SUCCESS PROFILE
A successful Business Service Manager combines strategic thinking and business acumen with disciplined service governance. They influence across organisational boundaries, translate business priorities into operational action, use data to drive decisions, communicate confidently with executives and customers, and continuously improve service quality, resilience and value.
KEY RESPONSIBILITIES / WHAT YOU WILL DO
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Own assigned business services end to end, maintaining clear accountability, support models, service maps and governance arrangements.
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Maintain service strategies, roadmaps, documentation and prioritised improvement plans aligned with business objectives.
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Chair business, executive and operational service reviews, ensuring decisions, actions and remediation items are completed on time.
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Drive adherence to ITIL, service-management and operational-hygiene practices, including patching, tagging, security, technical debt and end-of-life management.
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Act as the primary contact for business stakeholders on service performance, issues, priorities and planned changes.
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Build trusted relationships with business leaders, customers and service consumers; gather feedback, monitor satisfaction and translate needs into operational and technical actions.
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Manage customer and product communications through appropriate channels, including StatusIO, during planned changes, incidents and service events.
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Provide service-cost transparency, financial oversight and cloud-consumption governance.
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Define, monitor and drive achievement of KPIs, SLAs and OLAs covering availability, reliability, MTTR, incident volume, customer satisfaction, problem resolution and change success.
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Analyse trends and produce accurate executive dashboards and governance reports, with clear remediation where performance is below target.
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Lead major-incident communications and post-incident reviews; ensure root-cause analysis and corrective actions reduce recurring incidents, problems and restoration times.
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Review significant changes, assess service readiness and protect availability, reliability, continuity and operational resilience.
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Identify and manage service, regulatory, security, audit and policy risks; track vulnerabilities, technical debt, audit findings and remediation through timely closure.
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Manage suppliers and managed-service providers against contractual and service commitments, using performance reviews, escalation and corrective action to improve outcomes.
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Lead continual service-improvement, automation and optimisation initiatives, measuring delivered benefits across stability, resilience, user experience and service quality.
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Maintain and test business-continuity and operational-resilience plans, using outcomes to strengthen controls and service recovery.
REQUIRED TECHNICAL SKILLS
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IT service management and business service management across complex enterprise environments.
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ITIL-aligned service governance, portfolio management, continual improvement and operational hygiene.
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SLA, OLA and KPI definition, monitoring, trend analysis and executive performance reporting.
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Major incident, problem, change, risk and service-readiness management.
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ServiceNow or comparable ITSM platforms, service mapping and CMDB practices.
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Power BI, dashboards and presentation tools for executive and operational reporting.
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StatusIO or comparable customer-notification and service-status communication tools.
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Cloud service management and consumption oversight across AWS, Azure or GCP.
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Supplier, contract, service-cost and financial performance management.
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Business continuity, operational resilience, audit, security and compliance management.
REQUIRED QUALIFICATIONS
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Extensive experience in IT Service Management or Business Service Management.
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Strong practical understanding of ITIL practices and service-governance controls.
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Experience managing business-critical services in a complex enterprise environment.
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Strong stakeholder-management, leadership, influencing and communication skills.
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Experience producing executive-level reports, dashboards and presentations.
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Knowledge of incident, problem, change, risk and compliance processes.
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Experience managing third-party suppliers and service providers.
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Strong analytical, commercial and problem-solving capability.
PREFERRED QUALIFICATIONS
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ITIL v4 certification.
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COBIT Foundation or SIAM Foundation certification.
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Agile or Scrum certification.
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Experience managing cloud services across AWS, Azure or GCP.
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Experience with ServiceNow, Power BI, StatusIO and service-reporting tools.
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Experience supporting regulated, audited or customer-facing enterprise services.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.